Computer implemented vehicle repair analysis system

ABSTRACT

A computer-implemented method and apparatus is provided for tracking a vehicle during a vehicle-related multi-step process. A vehicle identifier is received for uniquely identifying a vehicle. A delay reason is received for why the vehicle was delayed during at least one of the multi-step processes. An association is stored among the delay reason, the step at which the vehicle delay occurred, and the vehicle identifier. The stored association is used to identify at least one delay reason for the vehicle. The method and apparatus also analyze business aspects of the vehicle-related multi-step process and succinctly summarize the business analysis with respect to performance, priorities, projections, and production workforce shift profiles.

CROSS-REFERENCE TO RELATED APPLICATION

[0001] The present application is a divisional application of U.S. Ser.No. 09/602,922, filed Jun. 23, 2000, which is incorporated herein byreference.

BACKGROUND OF THE INVENTION

[0002] 1. Field of the Invention

[0003] The present invention relates generally to a computer-implementedvehicle processing facility analysis system, more particularly, to anetworked and distributed computer-implemented vehicle repair facilityanalysis system.

[0004] 2. Background and Summary of the Invention

[0005] Vehicle repair shops handle a large volume of vehicles. Vehiclesremain many days within the shops since the repair process has many timeconsuming steps. For example in a typical collision repair process,vehicles undergo a vehicle disassembly step, frame repair step, metalrepair step, preparation step, painting step, reassembly step, andtesting step. Delays invariably arise from a number of sources.Exemplary delay sources include the incorrect parts being delivered oran insurance company not quickly processing a vehicle collision claim.

[0006] Due to the large volume that repair shops handle, repair shopmanagers find it difficult to correctly diagnose what delays occurenough times to warrant correction. The delays that occur mostfrequently might be able to be diagnosed. However, delays that occurless frequently escape detection and correction.

[0007] Not only is the diagnosis of vehicle delays problematic, but itis difficult for a shop owner to obtain in a relatively straightforwardway a comprehensive view of how the owner's shop is performing in termsof facility potential, profit potential and other factors relative toother shops, let alone know how it is performing relative to the topvehicle repair shops. Business analysis software packages exist, but aretypically not directed to as many specifics (e.g., cycle time analysis,facility shift, and other factors) of a vehicle repair shop, andtherefore are less complete. A non-limiting specific example includesthe amount of paint used by technicians in the repair process. Typicalbusiness analysis software packages are not directed to analyzing theusage of paint and how such usage compares with other shops.

[0008] The present invention overcomes the aforementioned disadvantagesas well as other disadvantages. In accordance with the teachings of thepresent invention, a computer-implemented method and apparatus isprovided for tracking a vehicle during a vehicle-related multi-stepprocess. A vehicle identifier is received for uniquely identifying avehicle. A delay reason is received for why the vehicle was delayedduring at least one of the multi-step processes. An association isstored among the delay reason, the step at which the vehicle delayoccurred, and the vehicle identifier. The stored association is used toidentify at least one delay reason for the vehicle.

[0009] In another embodiment of the present invention, acomputer-implemented method and apparatus are provided for analyzing avehicle facility processing business. A business performance datastructure is stored in the memory of at least one computer that is usedto summarize business performance data related to the business. Abusiness priority data structure is stored in the computer memory inorder to summarize business priorities related to the business. Abusiness projection data structure is stored in the computer memory inorder to summarize business projections data related to the business. Aproduction workforce shift profile data structure is stored in thememory in order to summarize production workforce shifts related to thebusiness. A business summary report is generated using the businessperformance data structure, the business priorities data structure, thebusiness projection data structure, and the workforce shift datastructure.

[0010] Further areas of applicability of the present invention willbecome apparent from the detailed description provided hereinafter. Itshould be understood, however, that the detailed description andspecific examples, while indicating preferred embodiments of theinvention, are intended for purposes of illustration only, since variouschanges and modifications within the spirit and scope of the inventionwill become apparent to those skilled in the art from this detaileddescription.

BRIEF DESCRIPTION OF THE DRAWINGS

[0011] The present invention will become more fully understood from thedetailed description and the accompanying drawings, wherein:

[0012]FIG. 1 is a system block diagram depicting thecomputer-implemented vehicle facility repair analysis system;

[0013]FIG. 2 is a software module data flow diagram depicting the dataflow among software modules of the present invention utilized togenerate business analysis data;

[0014]FIG. 3 is a structure chart depicting the web site structure ofthe present invention;

[0015]FIG. 4 is a computer screen display depicting a succinct recap ofbusiness performance, priorities, projections, and production workforceshift report that was generated in accordance with the teachings of thepresent invention;

[0016]FIG. 5 is a computer screen display depicting a vehicle trackingand cycle time assessment data processing screen;

[0017]FIG. 6 is a computer screen display depicting the display of dataassociated with sales and marketing data;

[0018]FIG. 7 is a computer screen display depicting the entry anddisplay of detailed data associated with sales and marketing data ofFIG. 6;

[0019]FIG. 8 is a computer screen display displaying the result ofentering data via the computer screen display of FIG. 7;

[0020]FIG. 9 is a computer screen display depicting the display of datathat was provided via the computer screen of FIG. 7;

[0021]FIGS. 10a and 10 b are a computer screen display depicting theentry and display of company financial data, owner's priority data,personnel & facility data, and technician workshift data; and

[0022]FIG. 11 depicts a computer screen showing how an user's shopcompares to other shops in selected measures.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

[0023]FIG. 1 depicts a collision repair facility 30 being connected to abusiness analysis and transaction computer server 34 via a network suchas the Internet 38. Collision repair facility 30 uses computer server 34to analyze the collision repair facility's performance, priorities,business projections and workforce shifts.

[0024] At collision repair facility 30, computer 42 provides aninterface 46 for an user to facility 30 to communicate with computerserver 34. In the preferred embodiment, computer 42 is situated withinfacility 30 so that the status of a vehicle can be efficiently trackedas it is being repaired in facility 30. However, it is to be understoodthat the present invention is not limited to the user being onlysituated within the collision repair facility 30, but also includes anuser physically remote from facility 30 but has knowledge of thevehicle's status in facility 30 wherein the process a vehicle is.

[0025] User 50 provides financial and other facility-related data sothat business analysis module 60 that resides on computer server 34 cananalyze the user-provided data. Business analysis module 60 examinesuser-provided financial, facility, personnel information, and priorityassessment data to provide to the user an assessment of the collisionrepair facility's strengths, weaknesses, areas of opportunities, andbusiness projections. For example, business analysis module 60 canindicate to user 50 that based upon the user-provided input data,facility 30 has an opportunity for growth relative to industryguidelines. Module 60 can also indicate to the user how well facility 30is doing relative to the top 25% of all other collision repair facilityshops.

[0026] As another non-limiting example, business analysis module 60receives from computer 42 vehicle repair processing cycle time data. Thecycle time data includes not only at what step a vehicle is within thevehicle repair process, but also includes delay reasons and delay timeamounts for any delays that have occurred at a step in the repairprocess. Business analysis module 60 uses the data to identify whetherfacility 30 has as one of its strengths a relatively fast time toprocess a vehicle repair.

[0027] Business analysis module 60 also can indicate what equipment thefacility 30 can use to actualize opportunities or to overcome weaknessesin one or more areas. Business transaction module 64 interacts withbusiness analysis module 60 and user 50 to automate the process ofbuying for user 50 the equipment that would improve the operations offacility 30. For example, if the business analysis module 60 hadidentified that facility 30 has a chronic problem of a shortage ofmovable carts. Business transaction module 64 is used to identify forthe user sellers of movable carts. In this manner, the purchase ofneeded items is automated for the user by the present invention.

[0028] In the preferred embodiment of the present invention, a paintsupply company provides the present invention to the owner of acollision repair shop. Through use by the owner of module 64 to purchaseitems, the present invention can recommend products and services offeredby the paint supply company, or products and services offered bycompanies that have co-branded with the paint supply company. The paintsupply company providing the present invention also increases loyalty ofthe owner to the paint supply company even if no non-paint items areordered.

[0029] Due to the networked environment in the preferred embodiment ofthe present invention, multiple collision facilities 56 can use computerserver 34 to analyze and to transact business. However, it should beunderstood that the present invention can also be given to users on acomputer storage medium (such as a CD-ROM). The user uses the softwareto analyze and transact business.

[0030]FIG. 2 depicts data input and processing performed by businessanalysis module 60. An user provides customer financial data 80,customer, facility and personnel information 84, customer assessment ofpriorities 88, and production shift information 89 in order for businessanalysis module 60 to identify best practices 92, analytical worksheets96, and forms and policies of the business 100. For example, customerfinancial data 80 includes refinish labor sales and other data itemsdepicted in FIGS. 10a and 10 b shown by reference numeral 80. Customer,facility and personnel information 84 includes number of metal stallincluding frame and other data items depicted in FIGS. 10a and 10 bshown by reference numeral 84. Customer assessment of priorities 88includes prioritizing financial measures and other items depicted inFIGS. 10a and 10 b shown by reference numeral 88. Production shiftinformation 89 includes number of day shift technicians and other dataitems depicted in FIGS. 10a and 10 b shown by reference numeral 89.

[0031] The present invention associates many best practices with thecorrect form to use. An example of such an association between bestpractice and the correct form is the efficient capability to trackvehicle and cycle time (for example, see FIG. 5). By clicking on theform to include it in the shop owner's personal inventory, the shopowner can create a customized Operations Manual.

[0032] In order to most efficiently and effectively acquire and generatethe desired information, a website is provided to the user as depictedin FIG. 3. At the top of the structure, is a 2020 recap web page 120that provides a succinct presentation of key performance indicators(KPIs), business owner's priorities, financial projections, and theproduction workforce shift profile associated with the facility. Inorder to provide the data needed to generate the succinct businesspresentation, various data input web pages are provided, such as thecategories web pages 124 and the update my personal reports web page128. The category web pages 124 allow the user to enter data into thepresent invention (see, for example, FIGS. 6-9). The update web pages128 allow the user to customize reports to better fit the particularneeds of the user.

[0033] “What if? scenarios” web pages 133 allow the user to examine theeffect of changing certain parameters, such as financial parameters,upon the user's facility. Data entry web page 135 allows the user toprovide data specifically for the 2020 recap results summary web page120. An example of data entry web page 135 is FIGS. 10a and 10 b.

[0034]FIG. 4 depicts a 2020 recap which is a succinct presentation bythe present invention of how well the collision repair facility isdoing. Within the preferred embodiment of the present invention, thefollowing areas or their equivalent are provided: a performance summary200, a priority summary 204, a projection summary 208, and a productionworkforce shift profile summary 212.

[0035] Performance summary 200 is generated using a performance datastructure with the structure depicted within region 216. The businessperformance data structure includes selected key performance indicators,facility/shop data, industry guidelines, a top 25% indicator, andwhether opportunities exist to improve the business. For example, a keyperformance indicator within data structure 216 includes a productionefficiency amount for the facility, industry guidelines, and top 25%indicator. As another example, total gross profit percent is providedfor the shop, industry guides, and top 25%. An opportunity in thisexample has been identified by the present invention that the user'sshop has a total gross profit percent of 38.5% which is below the 40.0%industry guideline and well below the top 25% value of 43.5%. Anopportunity indicator 220 is generated by the present invention for theuser to explicitly show that the user's shop can grow in this area inorder to be more competitive relative to other shops. Specific aspectsof the shop, such as paint, can be studied and analyzed by the presentinvention. For example, monthly paint gallons of waste per painttechnician is provided as an indicator for the user to review.

[0036] As another example, opportunity indicator 222 is generated by thepresent invention for the user to explicitly show that based upon theshop's monthly sales and number of staff employees the user's shop canmost likely generate additional profits without adding staff.

[0037] In the preferred embodiment, performance data structure 216includes the following indicators: annualized total sales amount, totalgross profit percent, production proficiency, production staffingdensity (main shift), monthly sales per administrative employee, monthlysales per estimator, paint cost per paint hour billed, monthly gallonswaste per paint technician, overall customer satisfaction index, andgross profit dollar amount per technician clock hour.

[0038] With selected performance indicators such as efficiency andstaffing density, the user sees a spectrum of actual values and theshop's position on the spectrum. The user is neither intimidated bygroup averages that are high nor stifled by a low target. The user willfind the performances of real shops at the shop owner's currentperformance and at any level of performance considered.

[0039] For example, FIG. 11 depicts a computer screen showing how anuser's shop compares to other shops, and not just how the user's shopcompares with the top 25% of all shops. In this example, column 237 onFIG. 11 depicts that the user's shop is above average for technicianproduction efficiency relative to other shops as shown by referencenumeral 241. Column 239 depicts that the user's shop is below averagefor stalls per technician (main shift only) as shown by referencenumeral 243.

[0040] With reference back to FIG. 4, a business priorities datastructure is depicted within region 240 in order to store and to displaybusiness priority information relevant to the user's shop. The businesspriorities data structure 240 includes business areas and indicators asto how strong the shop is within the areas. For example, a priority asselected by the user is the financial performance of the shop. Basedupon the user's financial input data in this example, the financialperformance of the shop is indicated as being relatively weak by theowner as shown by the strength indicator 244. If the user wanted to seethe data and the calculation methods by which key performance indicators200 were generated, the user clicks upon tab 248 to obtain greaterdetail about the data used to generate the performance indicators 200.In the preferred embodiment, owner priorities data structure 240includes financial measures, financial performance, sales and marketing,customer satisfaction index, and insurance relations including cycletime, administration (general), administration (parts), production(general), production (refinish), facility (capacity, equipment,layout), and personnel including pay plans and incentives.

[0041] Projections summary 208 uses data structure 250 to handle theprojections data associated with the shop. The data structure 250includes performance factors, sales, gross profit, the additional amountof gross profit that would be generated given a certain level ofimprovement. Projections data structure 250 allows the user to pose“what if” scenarios for assessing how much improvement the user shopwould experience given different situations.

[0042] For example, the second performance factor in projections datastructure 250 is directed to posing a “what if” scenario of what wouldbe the increase in profits with a 10% improvement in productionproficiency. Based upon the user's supplied input data, the projectionsmodule determines that with the a 10% improvement in productionproficiency, the gross profit of the shop would be improved by $24,000with sales of $1,470,000 and a gross profit of $540,000.

[0043] In the preferred embodiment, projections data structure 250includes the following performance factors: current performance(annualized), “with 10% improvement in production efficiency”“performance with one additional technician” “with 10% improvement inparts:labor ratio”, “with 2% improvement in labor gross profit”, “with2% improvement in parts gross profit” “with 2% improvement in materialsgross profit” and “with cumulative impact of all improvements”.

[0044] The production workforce shift profile summary 212 is generatedusing a production workforce data structure 260 that includes main shiftonly data, main shift plus overtime or Saturday data, main shift andsecond shift data, and main shift/second shift and Saturday data. Withinsummary 212, the dark portions 264 that the shop has a main shift plusan overtime shift, while the lighter portions 268 indicate that there isnot a second shift nor a Saturday operations shift. The presentinvention utilizes within data structure 260 a breakout of the mainshift from the other shifts, such as the second shift. In this manner,the present invention is better able to assess facility utilization andpotential for greater facility utilization. By the present invention'sidentifying main shift employees separately from second shift employees,the shop owner can not only obtain a better perspective of theutilization of the facility, but also have a more practical evaluationof actual stalls per technician for the primary shift.

[0045] If the user wanted to see how the data was generated or to inputnew data into the business analysis module, the user identifies withinpriority summary section 204 which priority detail needs examination. Asan example, if the user wanted to enter in data for the first timerelative to “insurance relations including cycle time”, which is thefifth priority within summary section 204, the user clicks upon tabbutton 272. Upon clicking tab button 272, the user is directed to theinsurance and cycle time area which would include the computer screen ofFIG. 5.

[0046]FIG. 5 depicts a data entry and data display computer screenrelated to vehicle tracking and cycle time measurements and assessments.The present invention uses data structure 304 with the attributes listedin row 300 or equivalents thereof.

[0047] Cycle time data structure 304 includes a vehicle identifier touniquely identify a vehicle that is undergoing a repair process. Forexample, the vehicle can be identified by an unique repair numbersupplied by the shop, a customer name, vehicle brand, vehicle year, andbeginning date of the repair.

[0048] Data structure 304 also includes the steps which the vehicle isto undergo for repair. If the repair is due to a vehicle accident whichwould include a vehicle frame reconstruction and repainting, thentypical repair steps include the vehicle disassembly step, frame repairstep, metal repair step, preparation step, painting step, reassemblystep, and testing step. Data structure 304 not only tracks what step avehicle is presently at but also includes whether a vehicle remains at astep for time greater than a predetermined amount. In the preferredembodiment, codes as shown in region 308 are placed at a step where adelay has occurred. For example, a “PI” code is used to indicate thatthe reason for delay was that there was a delay in delivery of theparts. A number preceding the code indicates the amount of timeassociated with the delay. In the preferred embodiment, the numberindicates the additional days of delay, such as, for example, “2P2”indicates that there was a two day delay at a particular step due toincorrect parts being delivered. Accordingly, if for a vehicle at theframe repair step the code “2P2” appears, this indicates that there wasa delay for two days for a vehicle where the frame could not be operatedupon due to incorrect parts being delivered.

[0049] If a particular shop receives an inordinate amount of code“P2's”, then this would indicate that there is a chronic problem ofincorrect parts being delivered, possibly for example from a singlesource for a single brand of vehicle. This delay would adversely affectthe strength indicator for cycle time and would also indicate that theproblem could be addressed such as by possibly ordering parts fromanother supply shop for vehicles of that brand.

[0050] In the preferred embodiment, the present invention also includesthe source category of the parts, such as whether the parts category isan OEM (original equipment manufacturer) parts category, or an aftermarket parts category, or a salvage parts category, or other types ofparts category. Another embodiment includes using additional attributesto store the source category of the parts.

[0051] Data structure 304 includes the date upon which the vehicle'srepair was completed as well as the final total amount expended toperform the repair. Thus, data structure 304 not only tracks the vehiclethrough a multi-step process, but also performs cycle time measurementby noting the amount of time of delay. The present invention performscycle time analysis by providing the reason for the delay.

[0052] In the preferred embodiment, when a car enters each step, asymbol such as a “-- --” is entered in data structure 304. Each day, allvehicles in the vehicle repair facility are reviewed. If a vehicle hasbeen worked upon for at least five hours, then nothing additionally isnoted for the vehicle in data structure 304. However, if less than fivehours has been expended for working upon a car, then the reason for thedelay as well as the current delay time amount is entered into theappropriate step in data structure 304.

[0053] Data structure 304 also includes target analysis where desiredtarget time repair values are compared against the actual time expendedto repair a vehicle. In the preferred embodiment, the target analysisincludes the number of labor hours sold, the labor hours divided by fivehours, actual business days expended to repair the vehicle, and a cycletime efficiency metric. For example, if the number of labor hours soldto complete a vehicle repair process was 30 hours, the labor hoursdivided by 5 value would be 6. If the actual days expended was 7 insteadof the targeted six days, then the cycle time efficiency would indicatethat 1 day had been lost.

[0054] Data structure 304 includes the insurance company beingassociated with a vehicle repair in order to capture delays associatedwith an insurance company. For example, if an inordinate number of “I1”insurance approval delay codes have been entered in data structure 304for a particular insurance company, then the owner of the vehicle can betold that the reason for the delay was not the repair shop, but ratherthe insurance company that the vehicle's owner presently uses and thatthis insurance company is chronically late inspecting damaged vehicles.

[0055]FIG. 6 provides an example of an user entering and viewing thedetailed information used to generate sales and marketing summaryinformation. In particular, FIG. 6 is associated with the selling andsources of the business. The present invention provides multiple areasin this category for the user to provide information about theirbusiness. For example, the present invention asks for informationrelated to a customer's first impression of the user's facility. A userclicks upon button 350 via a pointing device (such as a computer mouse)to see more detailed questions asked by the present invention as well ashave access to an action planner for adding particular checklist itemsto the user's business plan. Upon clicking button 350, the user in thisexample is taken to the computer screen depicted in FIG. 7.

[0056] With respect to FIG. 7, more detailed questions are asked aboutthe user's facility. For example, regarding the customer's firstimpression of the facility, more detailed information is gathered viaregion 380. Questions include but are not limited to the user rankingoverall impression of the shop from the street as being nonapplicable,weak, average or strong. Even more detailed questions may be askedregarding the overall impression by focusing the user upon the shop'ssignage, general appearance of the building and whether the shop has aclear and wide entrance. If the user deems necessary, such as if theuser upon reflection believes that one or more of these questionsindicate a weakness, the user can select to add this particular questionto a 90-day business plan of the facility or add it to a one-yearbusiness plan of the facility. It should be understood that the presentinvention also includes the present invention allowing the user tobypass FIG. 6 and proceed directly to the detailed questions of FIG. 7.

[0057]FIG. 8 provides an example of the present invention generatingresults after the user has provided information to the questionspresented in FIG. 7. For example, the signage question produced a weakresponse, the general appearance of the building produced a relativelystrong response, while the clear and wide entrance question produced avery weak response. These responses as well as the other responsesassociated with the questions of region 380 contributed to a customer'sfirst impression of the facility as being weak as shown by referencenumeral 384. The user selected both the signage as well as clear andwide entrance questions to be added to the 90-day business plan.

[0058]FIG. 9 shows the same computer screen as FIG. 7, however populatedwith information supplied by the user. The results of the responsessupplied by the user on FIG. 9 shows the strength indicator relative tothe customer's first impression of your facility by reference numeral384. In this example, the user has supplied other information that thepresent invention is used to generate the strength indicators for theremaining business aspects in FIG. 9.

[0059]FIGS. 10a and 10 b show another example of the present inventionacquiring data in order to provide business analysis to the user. Thecomputer screen depicted in FIGS. 10a and 10 b shows a customer dataentry form for providing detailed information about the user as well assales information and how many technicians work, on which days, for howmany hours, and for which shift. This information is aggregated by thepresent invention and shown to the user in the succinct format depictedin FIG. 4.

[0060] The invention being thus described, it will be obvious that thesame may be varied in many ways. Such variations are not to be regardedas a departure from the spirit and scope of the invention and all suchmodifications that would be obvious to one skilled in the art areintended to be included within the scope of the following claims. Forexample, the present invention is not limited to vehicle collisionrepair shops, but extends to other multi-process vehicle operations ormulti-process non-vehicle operations, such as but not limited to vehiclesales operations. For example, a vehicle sales operation shop uses thepresent invention to analyze its business relative to performance,priorities, projections, and production workforce shift profiles.

What is claimed is:
 1. A computer-implemented method for tracking avehicle during a vehicle-related collision repair multi-step process,comprising the steps of: receiving a vehicle identifier for uniquelyidentifying a vehicle; receiving a delay reason for why the vehicle wasdelayed during at least one step of the multi-step collision repairprocess; storing an association among the delay reason, the step atwhich vehicle delay occurred, and the vehicle identifier; and using thestored association to identify at least one delay reason for thevehicle.
 2. The method of claim 1 further comprising the steps of:receiving amount of delay time associated with the delay reason; andstoring an association between the delay reason and the received amountof delay time; and using the stored time delay amount association toidentify for the vehicle at least one delay reason and the amount oftime delay associated with the delay reason.
 3. The method of claim 2further comprising the steps of: using codes to identify the delayreason and the amount of delay time associated with the delay reason;using the codes in storing the association between the delay reason andthe received amount of delay time; and using the stored time delayamount association to identify for the vehicle at least one delay reasonand the amount of time delay associated with the delay reason.
 4. Themethod of claim 3 wherein the delay reason is selected from the groupconsisting of parts delayed reason, parts incorrect delay reason, partsdamaged delay reason, parts fit delay reason, insurance approval delayreason, insurance supplemental approval delay reason, customer delayreason, frame department delay reason, metal department delay reason,paint department delay reason, employee out delay reason, sublet delayreason, and combinations thereof; said codes including a source categoryidentifier.
 5. The method of claim 2 further comprising the steps of:receiving multiple delay reasons for why the vehicle was delayed duringat least one step of the multi-step process; storing an associationamong the delay reasons, the respective steps at which vehicle delaysoccurred, and the vehicle identifier; and using the stored associationto identify delay reasons for the vehicle.
 6. The method of claim 3further comprising the steps of: storing amount of delay time thevehicle expends during a step of the multi-step process; and conductingvehicle processing time delay analysis using the stored amount of delaytime the vehicle expends during a step of the multi-step process.
 7. Themethod of claim 3 further comprising the step of: receiving a delayreason upon the vehicle being at a step not worked upon for apreselected daily target amount of time.
 8. The method of claim 2further comprising the steps of: storing vehicle processing time targetdata and actual vehicle processing time data; and conducting vehicleprocessing time delay analysis using the stored amount of delay time thevehicle expends during a step of the multi-step process.
 9. The methodof claim 1 wherein the multi-step process includes steps related to avehicle collision repair process.
 10. The method of claim 9 wherein themulti-step process includes at least one step selected from the groupconsisting of disassembly step, frame step, metal step, preparationstep, paint step, reassembly step, testing step, detailing step, andcombinations thereof.
 11. The method of claim 1 wherein the vehicleidentifier includes vehicle brand data, vehicle year data, and customeridentifying data.
 12. The method of claim 1 further comprising the stepsof: storing in a database the association among the delay reason, thestep at which vehicle delay occurred, and the vehicle identifier. 13.The method of claim 1 further comprising the steps of: storing in arelational database the association among the delay reason, the step atwhich vehicle delay occurred, and the vehicle identifier.
 14. The methodof claim 1 further comprising the steps of: receiving the vehicleidentifier over a network; receiving the delay reason over the network;retrieving the stored association from a database; and sending over thenetwork the stored association in order to use the stored association toidentify at least one delay reason for the vehicle.
 15. The method ofclaim 14 wherein the network is a global communications networkconnected by common protocols.
 16. The method of claim 15 wherein thenetwork is Internet.
 17. A computer-implemented method for analyzing avehicle-related business, comprising the steps of: storing a businessperformance data structure stored in memory of at least one computer inorder to summarize business performance data related to the business;storing a business priorities performance data structure stored in thememory in order to summarize business priorities performance related tothe business; storing a business projections data structure stored inthe memory in order to summarize business projections data related tothe business; storing a production workforce shift profile datastructure in the memory in order to summarize product workforce shiftsrelated to the business; and generating a business summary report usingthe business performance data structure, the business prioritiesperformance data structure, the business projections data structure, andthe production workforce shift profile data structure.
 18. The method ofclaim 17 wherein the business priorities performance data structurestores business performance-related categories, said method furthercomprising the step of: indicating within the business summary reportwhether an improvement opportunity is present for at least one categorywithin the business priorities performance data structure.
 19. Themethod of claim 17 wherein the business priorities data structure storesbusiness priorities-related categories, said method further comprisingthe step of: displaying within the business summary report for at leastone of the categories included within the business priorities datastructure a strength indicator.
 20. The method of claim 17 wherein thebusiness projections data structure stores business projections-relatedcategories, said method further comprising the step of: generatingwithin the business summary report for at least one of the categoriessales, profit and profit improvement metrics.
 21. The method of claim 17wherein the business performance data structure stores categoriesselected from the group consisting of total sales, total gross profitpercent, production productivity, production staffing density, monthlysales per administrative employee, monthly sales per estimator, paintcost per paint hour billed, monthly gallons waste per paint technician,overall customer satisfaction index, gross profit amount per technicianclock hour, and combinations thereof.
 22. The method of claim 21 furthercomprising the step of: indicating within the business summary reportwhether an improvement opportunity is present for at least one of thecategories within the business performance data structure.
 23. Themethod of claim 22 wherein the business priorities data structure storescategories selected from the group consisting of financial measures,financial performance, sales and marketing, customer satisfaction index,insurance relations including cycle time, administration general,administration parts, production general, production refinish, facility,personnel including pay plans and incentives, and combinations thereof.24. The method of claim 23 further comprising the step of: generatingwithin the business summary report for at least one of the categoriesincluded within the business priorities data structure a strengthindicator.
 25. The method of claim 24 wherein the business projectionsdata structure stores categories selected from the group consisting ofproduction proficiency improvement, additional technicians, parts tolabor ratio improvement, labor gross profits improvement, parts grossprofit improvement, materials gross profit improvement, cumulativeimpact of all improvements, and combinations thereof.
 26. The method ofclaim 25 wherein the business projections data structure includecategories, said method further comprising the step of: generatingwithin the business summary report for at least one of the categoriessales, profit and profit improvement metrics.
 27. The method of claim 26wherein the business includes a facility to perform at least one step ofthe multi-step process, said method further comprising the step of:storing a production workforce shift profile in the memory in order tosummarize product workforce shifts related to perform better utilizationof the facility for the business.
 28. The method of claim 17 wherein thebusiness priorities data structure stores business priorities-relatedcategories, said method further comprising the steps of: generating astrength indicator on a computer screen within the business summaryreport for at least one of the categories; and providing a link on thecomputer screen to enable viewing of detailed information, forms, anddata related to the strength indicator.
 29. The method of claim 28wherein the detailed information includes management best practices forproducing the strength indicator.
 30. The method of claim 28 furthercomprising the step of: providing links to forms, policies, procedures,pay plans in order to generate a customized operational manual for thebusiness.
 31. The method of claim 28 further comprising the step of:providing a web page to enable ordering of items via Internet based uponthe business summary report.
 32. The method of claim 17 furthercomprising the steps of: sending the business performance datastructure, the business priorities performance data structure and thebusiness projections data structure over a network to the memory of thecomputer.
 33. The method of claim 32 wherein the network is a globalcommunications network connected by common protocols.
 34. The method ofclaim 33 wherein the network is Internet.